DOMINIC SIMON
Senior Bilingual Customer Service
Côte-Saint-Luc,QC
Summary
Fluent in English and French, dedicated customer service professional with extensive knowledge of service delivery and proven ability to multitask in high-pressure environments. Committed to fostering professional relationships that enhance customer satisfaction, increase profitability, and drive business results. Demonstrates strong work ethic and exceptional communication skills to ensure a seamless customer experience.
Overview
22
22
years of professional experience
Work History
Senior Billing Specialist
Mercedes-Benz Financial Services
12.2022 - 03.2024
- Reduced customer complaints with proactive issue identification and swift resolution
- Handled client issues with effective solutions.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Bilingual Finding Customer Representatives
Hyundai Capitale Canada
06.2021 - 08.2022
- Reviewed and validated details of loan applications and closing documentation collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories, updated customer files, department records and regulatory paperwork, communicated acceptance or rejection to applicants via mail,
Customer Relations Representative
Mercedes-Benz Canada
01.2019 - 04.2021
- Responded to customer inquiries concerning warranty recalls compliance letter or complaints, update customer information and Mercedes-Benz database department, troubleshooting and educated customer with their Mercedes Me Connect app & Me store, logged call information and solutions provided into internal database, directed incoming calls to internal personnel and departments, routing to the best qualified department
Customer Service Representative
Adobe
02.2017 - 12.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Retention Customer Service Representative
BMO Bank of Montreal
07.2013 - 12.2016
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fostered a positive work environment by contributing constructive input during meetings and participating in team-building activities.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
Bilingual Customer Service Representative
Ally Financial Inc.
09.2010 - 04.2013
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Bilingual Customer Service Representative
RBC Royal Bank
03.2008 - 08.2010
- Assisted customers inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French
Technical Support Representative
Microsoft Europe
01.2006 - 12.2007
- Assisted customers in identifying issues and explained solutions to restore service and functionality resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones, collaborated with supervisors to escalate and address customer inquiries or technical issues translated complex technical issues into digestible language for nontechnical users monitored service orders to completion and closed service tickets
Bilingual Technical Support Representative
Norton Symantec
12.2004 - 12.2005
- Responded to client inquiries about their Norton anti-virus software in a professional and efficient manner, Incorporated education and cross- selling regarding software product while assisting client guided 40-50 clients over the phone and via email per day provided technical support through issues such as: Troubleshooting, installing software, Retention, Place Order, Educated Customer about software, escalated call from customers and respond to document ticket
Customer Service Executive
Thalys Train
02.2003 - 04.2004
- Ensured high level quality of service promoted new products and services over the phone emailed customers ticket details and information via email as per company policy Explained the cancellation policy to customers Effectively dealt with irate customer enquiries and concerns in a timely manner Made hotel arrangements and accommodations for business executives, as required Answered customer enquiries regarding routes, rates services and delays handled 100 + calls daily working in a call center environment booked travel reservations over the phone
Réceptionniste & Administratifs
Hôtel Plaza Athénée
12.2001 - 12.2003
- Greeted guests at front desk managing check-in process answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Resolved customer issues quickly and notified supervisor immediately when problems escalated maintained files and records by implementing effective filing systems that boosted efficiency and organization
Education
Certificate - Hospitality Administration And Management
UFCV Professional Training Center
Montpellier France 06-1999
High School -
Lycée De Marigot
07.1997
Skills
- Customer Retention
- Technical Support
- Problem Resolution
- Data Entry
- Call Documentation
- Troubleshooting
- Microsoft Office
- Sales and Upselling
- Strong analytical mind
- Problem-solving
Languages
English
Native or Bilingual
French
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Senior Billing Specialist
Mercedes-Benz Financial Services
12.2022 - 03.2024
Bilingual Finding Customer Representatives
Hyundai Capitale Canada
06.2021 - 08.2022
Customer Relations Representative
Mercedes-Benz Canada
01.2019 - 04.2021
Customer Service Representative
Adobe
02.2017 - 12.2018
Retention Customer Service Representative
BMO Bank of Montreal
07.2013 - 12.2016
Bilingual Customer Service Representative
Ally Financial Inc.
09.2010 - 04.2013
Bilingual Customer Service Representative
RBC Royal Bank
03.2008 - 08.2010
Technical Support Representative
Microsoft Europe
01.2006 - 12.2007
Bilingual Technical Support Representative
Norton Symantec
12.2004 - 12.2005
Customer Service Executive
Thalys Train
02.2003 - 04.2004
Réceptionniste & Administratifs
Hôtel Plaza Athénée
12.2001 - 12.2003
Certificate - Hospitality Administration And Management
UFCV Professional Training Center
High School -
Lycée De Marigot
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